Customer Support Lead

didii

Job Overview

Location

Remote

Employment Type

Full-time

Work Arrangement

Remote

Sector

Customer Service & Support

Experience Level

Mid-level (3-5 years)

Application Deadline

May 27, 2026

About the Company

didii is a forward-thinking fintech company dedicated to revolutionizing financial services in Nigeria. We are building a platform that empowers individuals and businesses through accessible and efficient financial tools. Our mission is to bridge the gap in financial inclusion by leveraging technology to create seamless payment and banking experiences. We are committed to innovation, customer-centricity, and operational excellence. At didii, we foster a culture of collaboration, continuous learning, and high performance. We believe in empowering our team members to take ownership and drive meaningful impact in the rapidly evolving Nigerian fintech landscape.

Job Description

We are seeking an experienced and empathetic Customer Support Lead to manage and elevate our customer service operations. This role is critical for ensuring our users feel supported and valued, especially during challenging financial transactions.

As the Customer Support Lead, you will be the first responder and the ultimate problem-solver, providing a calm and reassuring presence during critical moments. You will be responsible for building and leading a high-performing support team across various communication channels, including WhatsApp, in-app chat, and social media. Your focus will be on designing effective escalation paths to engineering for live incidents, owning key performance indicators like NPS and first-response SLAs, and transforming support tickets into valuable product feedback.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer SupportCustomer Experience (CX)Team LeadershipFintechWhatsApp SupportIn-app ChatSocial Media SupportEscalation ManagementSLAsNPSProduct ImprovementCross-functional Collaboration

Key Responsibilities

Hire and lead a support team across WhatsApp, in-app chat, and social
Design escalation paths to engineering for live incidents
Own NPS and first-response SLAs — minutes, not hours
Turn support tickets into product fixes by partnering with PM and engineering

Qualifications

4+ years support or CX leadership at a consumer fintech
Written like a real Nigerian, not like a corporate template
Ops mindset — you build playbooks, not just answer tickets
You've led a team through a real money-stuck incident and kept the trust

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The Nigerian fintech sector is experiencing exponential growth, making exceptional customer support a critical differentiator. This role is paramount in ensuring a positive customer experience, acting as the primary point of contact during challenging situations. You will be responsible for leading a high-performing support team, managing customer inquiries across multiple channels, and resolving issues with speed and empathy. Your ability to transform customer feedback into actionable product improvements will directly enhance user satisfaction and retention, solidifying the company's reputation for reliability and trust in the digital financial space.